Technology to drive the HR Business Process Transformation self-service features

November 15, 2016

This is the third in a series of articles explaining the goals and key components of the Human Resources Business Process Transformation. Follow these links to the first two articles in the series — “HR Business Process Transformation on track to improve HR service to employees” and “HR Business Process Transformation creating a HR shared services model.”

UNIVERSITY PARK, Pa. — In 2013, Penn State's Human Resources community embarked on a multi-year initiative focused on creating a new HR service delivery model that provides more strategic HR support and increased customer service. This will be achieved by more efficiently and effectively aligning HR resources and leveraging redesigned policies and business processes with updated tools and technology.

After three years of steady progress, the Human Resources Business Process Transformation (HRBPT) is closing in on its goal to implement the organizational structure and processes to provide this higher-level of service to the entire University.

Slated to be operational in June 2017, the HRBPT will create a more business-focused human resources organization that is accountable, adds value as a business unit, is aligned across the University, and maintains some flexibility in delivering services. The improvement of HR service delivery will derive from refinement in four areas: HR organizational design, technology, policy and processes.

While aligning HR personnel is the first step to improving HR service delivery, a second critical component is the implementation of three new technologies to support the service advancements.

“In the very foreseeable future, we will have an integrated technology infrastructure to support the improved business process, and then I think the sky is the limit,” said Senior Vice President for Finance and Business David Gray. “Ultimately, it’s the business process transformation aided by the technology upgrades that are going to make the lives of deans, faculty and staff better.”

In the future state, when Penn State faculty and staff need answers to or assistance with HR issues, they will find everything they need at a single online source called WorkLion.

WorkLion encompasses three new technology applications:

WorkLion Workday is the cloud-based human capital management (HCM) and payroll system, slated to go live in July 2017, coinciding with the launch of the new HR Shared Services model. Workday is a significant upgrade to the current technology and provides user-friendly HCM input and reporting, as well as self-service components. It will include many HR and payroll components such as HR transactions (hires, terminations, promotions, etc.), performance management, timekeeping, employee payroll, recruitment, and records management. WorkLion’s accompanying technologies, Neocase and Cornerstone on Demand, are both Workday partners.

WorkLion LRN - Learning Resources Network, which went online in August 2015 for faculty and staff professional development, is powered by Cornerstone On Demand. The LRN is a single system to support trainer-led sessions, eLearning and training resources, keep official records of professional development activities, and work with Skillsoft Business Skills content and content.

WorkLion HR Portal, powered by Neocase, will enable several different functions in support of the new service delivery model. The first is a portal for employees to obtain personalized information using a single sign-on. The answers to many HR questions will be found in this informational portal through the employee self-service capabilities it will include. The second component is a knowledgebase containing searchable policies and procedures that provide content for the employee’s portal, as well as information to assist HR service center employees in providing consistent answers to inquiries. The third component is a HR case management tool that will be used by the service center staff to provide consistent documentation of each inquiry submitted from submission through resolution. WorkLion HR Portal will serve as the front door for the HR Shared Services Center, as well as provide users with access to WorkLion Workday and WorkLion LRN

Through features provided by WorkLion’s HR Portal and Workday technologies, the HR Shared Services Center will use a tiered approach to provide HR support and service delivery. The initial tier will be self-service, with subsequent tiers escalating more complex questions and issues through the integrated areas within HR Shared Services and the Centers of Expertise.

Learn more about HRBPT updates and features at the Transformation’s website

Last Updated November 30, 2016